If you’re one of the early adopters of Workday’s Innovation Services, you know what we are talking about. Those who haven’t jumped on the bandwagon yet or are still considering whether Workday is the right solution for them, read on to learn how the Workday Assistant can help drive digital adoption at your organization.
1. Interactive Chatbot to guide users with tasks:
The AI based system can help users complete simple tasks like entering time worked or submitting time off requests with an interactive chat feature. This intuitive interface will accelerate self-service with minimal training effort. With the human-like conversations the Workday Assistant is used to guide users. Subsequently reducing calls to your support desk.
2. Knowledge-base for help resources:
One of the biggest roadblocks for self-service is a disjointed user experience. For example, if your employee needs assistance with completing their benefits enrolment and they have to login to the SharePoint site to view instructions, policy documentation, or a job aid, you’ve already lost their attention. With the knowledge-base in Workday, you can host all related content right within the system. Users can search for these reference materials by leveraging the Workday Assistant or simply typing into the Workday Search bar. If help-resources are available right at the point of use, their effectiveness is dramatically improved. Further, if your organization does not have a centralized repository or an employee portal, you can leverage Workday as the primary channel to redirect users to other ancillary HR systems or vendor sites; establishing Workday as the one-stop HR system.
3. Ticketing system:
To take the idea of a seamless end-user experience further, you can also capitalize on the case management solution provided by Workday. With Workday’s case management, you can setup service teams to route cases to appropriate resources for resolution. End-users can use the Workday assistant to easily submit cases; they can view and track all their cases right within the Workday system so they never have to leave it to get help. The case management tool also allows the service teams to track their service delivery parameters allowing them to monitor adherence to any set service level agreements (SLAs).
Limitations to Workday Assistant:
While the Innovation Services are certainly promising, please note that it is still early in its maturity cycle and there is room for improvement. For instance, the formatting options while creating articles within the knowledge-base are very limited. To deliver high quality reference materials, you may want to create your content externally using a design tool and embed the file within an article in Workday. While this still allows users to access help resources without ever leaving Workday, it implies more clicks to get to what they need. Similarly, the Workday Assistant’s ability to guide users step-by-step using the interactive chat is limited to certain tasks only. While this still speeds up the digital adoption journey for self-service, it does not completely eliminate the need for system training. As with any AI- backed tool the end user experience will get better and better as the system trains itself and learns from the data gathered.
Despite these minor limitations, Workday Innovation Services is certainly the nitro boost that will help accelerate your organization’s adoption journey.
To learn more about how you can leverage the Workday Assistant to get your people ready for Workday, reach out to KSI.
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